Cloud Engineer

  • Lansing
  • Global Technical Talent
Cloud Engineer
  • Contract
  • Hybrid
Job Description:
  • This is a technical lead role working with cross-functional teams and agency business teams to support and implement complex agency contact center solutions. Specifics below:
  • Confident in a client-facing role and possess the ability to manage multiple stakeholders.
  • Coordinate and perform release planning, development, testing, and releases on multiple agencies' IVR enhancements.
  • Build Call flow designs, Chat, and integration to backend systems using application program interfaces (API).
  • Manage NICE BU and provide Subject Matter Expertise (SME) input into solution design, and optimization for network solutions.
  • Skills-based routing design and implementation for voice, chat, email, and SMS contact center technology
  • Works with the Architecture team to design, develop, and deploy APIs, and consume APIs.
  • Understand business requirements with the ability to translate to technical requirements
  • Prepare design documents based on business requirements for the application development
  • Experience with cloud-based SaaS/PaaS/IaaS providers and working with virtualized systems, including application servers, databases, and networking infrastructure.
  • Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
  • Review support tickets with agency leadership and oversee any support questions from other team members who might be working on one of those agencies' tickets.
  • Act as an SME accessible by other team members to discuss and work through possible ways to achieve or design a requested IVR enhancement.

Skills:
Critical:
  • Knowledge of Nice InContact CXone (ACD, IVR, Auto Dialer, OMNIChannel, WFM, Studio, Interaction Analytics, POCs & Auto Attendant) [ 5+ years of experience preferred ]
  • NICE CXOne Studio experience [ 3+ years of experience preferred ]
  • Ability to program in one or more of the following software languages: C#, C++, Java, JavaScript, Python [ 4+ years of experience preferred ]
  • Ability to develop, maintain, and troubleshoot web service API calls [ 5+ years of experience preferred ]

Desired:
  • Experience in Contact Center Dashboard Creation
  • Experience with Salesforce
  • Base knowledge of intersystem networking, and data traffic flow between components.
  • Ability to troubleshoot end-to-end Call center application including Chrome and Edge issues when interacting with a Web-based application like Salesforce/ Microsoft Dynamics.

Note:
  • Candidates will not be considered if they do not respond to pre-screening questions. This person must be able to program and develop scripts and interfaces for NICE CxONE application, and therefore, any relevant experience needs to be shared via the pre-screening qu
#gttjobs
#LI-GTT
#LI-Hybrid